Position Title
Manager, Channel Innovation
Report To
Head, Strategic Channel Efficiency, Performance & Growth
Role Purpose
The Manager, Channel Innovation leads the transformation of Malaysia Airlines’ commercial channels by driving innovation, digital retailing, and data-driven strategies to deliver revenue growth, channel profitability, and future-ready customer experiences. The role shapes next-generation channel strategies, advances initiatives such as Offer–Order–Settle–Deliver (OOSD), dynamic pricing, and modern payment solutions, and fosters a culture of digital innovation to strengthen competitiveness and sustainable growth.
Key Accountability
- Shape Future Channel Strategy: Develop and execute next-gen channel strategies aligned with MAG’s vision (e.g., NDC, direct-to-consumer, retailing-as-a-service).
- Lead Retailing Transformation: Drive the shift to Offer–Order–Settle–Deliver (OOSD) and modular retailing, replacing legacy PNR-based systems.
- Champion Dynamic Pricing & Personalization: Deploy AI-driven pricing and hyper-personalized offers to maximize revenue and customer value.
- Enable Payments & Settlement Innovation: Implement next-gen payment solutions (open banking, BNPL, virtual cards) and streamline settlement processes.
- Future-Proof Customer Experience: Design omnichannel journeys for Gen-Z and beyond, leveraging social commerce and immersive UX.
- Build Strategic Ecosystem: Forge partnerships with tech providers, startups, and travel platforms to unlock new revenue streams.
- Drive Automation & Efficiency: Lead automation initiatives across pricing, distribution, and servicing using RPA and low-code/no-code platforms.
- Operationalize Innovation: Establish an Innovation Lab to pilot emerging technologies (AI, blockchain, biometrics) and scale successful pilots enterprise-wide.
- Data-Driven Leadership: Embed advanced analytics and predictive models for real-time decision-making across commercial functions.
- Change Leadership: Drive cultural transformation and upskill teams in digital retailing and innovation practices.
Qualification & Working Experience
- Bachelor’s or Master’s in Business, Digital Strategy, or related field
- 5–10+ years in commercial leadership, digital transformation, or innovation
Areas of Experience
- Expertise in digital retailing, automation, AI/ML, and channel strategy.
- Strong stakeholder management and ability to drive culture change towards the future.
